Kreditbee - Nodal Officer - Customer Grievance/Regulatory LiaisonKreditbee • Bangalore, India
Kreditbee - Nodal Officer - Customer Grievance / Regulatory Liaison
Kreditbee • Bangalore, India
21 days ago
Job descriptionReceive, acknowledge, investigate and close customer complaints raised via digital channels or Ombudsman route. Ensure internal TATs are met and escalate to PNO when cases approach external escalation (e.g., Ombudsman) or involve policy / regulatory risk. Maintain complaint logs / registers and track status of each complaint with root-cause, resolution and preventive actions. Prepare and submit data / documents required by the Ombudsman, including case chronology, internal investigation findings and replies on behalf of the NBFC. (Under the RBI Integrated Ombudsman Scheme / NBFC Ombudsman Scheme) Coordinate with legal, compliance and operations teams for factual inputs, drafts of responses and implementation of Ombudsman awards or directions. Assist the PNO in furnishing periodic reports to RBI / CEPD and ensure details of NO are displayed as mandated. (NBFCs must display PNO / NO details at branches / website) Analyse complaint trends, identify systemic issues (product, process, vendor, collections) and drive improvement actions. Work with operations, technology, collections and audit to ensure corrective and preventive actions (CAPA) are implemented, and re-occurrence is tracked. Maintain dashboards for complaints (volume, category, TAT, award exposure), escalations, Ombudsman interactions, legal risk. Provide monthly / quarterly reports to the PNO / senior management / audit committee. Assist in internal audits or peer reviews of the grievance redressal system. Conduct awareness / trainings for branches, collections, partners on complaint handling, escalation processes and role of Ombudsman schemes. Engage with branch operations, digital support, products, collections and vendor teams to ensure awareness of customergrievance rights, regulatory escalations and internal processes. Experience : 3 - 8 years in NBFC / BFSI operations, customer grievance handling, regulatory or legal liaison. Graduate; Post-graduate in finance / management / law is a plus. Good understanding of NBFC operations, lending, collections, service-quality norms. Familiarity with regulatory grievance frameworks e.g., FPC for NBFCs, Ombudsman scheme. Strong written communication and drafting skills : ability to prepare formal replies, executive summaries, regulatory submissions. Analytical mindset for root-cause analysis and MIS. Stakeholder management : ability to engage across operations, legal, compliance, product Exposure to documentation / submission to Ombudsman or regulatory bodies. Some legal / compliance exposure (drafting, interpreting T&Cs, product fair-practice code). % of complaints closed within internal TAT. Reduction in number of escalations to Ombudsman or award instances. Trend of repeat complaints or re-opens. Number of root-cause actions identified and closed within target time. Quality of submission to Ombudsman / regulator (accuracy, timeliness, completeness). Training reach & stakeholder feedback. Reports directly to PNO; works closely with Compliance, Legal, Audit, Operations, Collections, Product teams. Acts as the first point of liaison in grievance / escalation matters; escalates to PNO for major / regulatory risk cases.
Objective
- To handle end-to-end customer grievances and regulatory escalations under the Reserve Bank of Indias Ombudsman and grievance redressal framework, support the PNO in liaison with the Ombudsman / CEPD and ensure compliance with internal TATs, MIS and governance standards.
Key handling & escalation
Regulatory liaison & submissions
Root-cause analysis & preventive action
Governance, MIS & reporting
Training & stakeholder engagement
Candidate Profile & Skill Set
Educational qualification :
Core competencies :
teams and management.
Tools : Proficiency in Excel, PowerPoint, casemanagement / CRM Prior experience in an NBFCs grievance or regulatory-escalation function.
Performance Metrics / KPIs
Reporting & Relationships
(ref : iimjobs.com)
Create a job alert for this search
Liaison Officer • Bangalore, India
Related jobs
Hiring- Associate / Senior Associate- KYC Due Diligence
Acuity Analytics • Bengaluru, Karnataka, India
Immediate joiners are preferred.This position will be responsible for the delivery of projects related to KYC operations.
Risk assessment of the customer / client / counterparty (herein after referred t...Show more
Last updated: 11 hours ago • Promoted • New!
Senior Director Customer Success(APAC)
Locus • Bengaluru, Karnataka, India
Senior Director Customer Success.Bangalore (On-site; full-time).Battle-tested in 350+ deployments across 30+ countries, Locus is an agentic Transportation Management System for all-mile, all-channe...Show more
Last updated: 17 days ago • Promoted
Senior Solution Consultant - Kinaxis (Rapid Response)
Genpact • Bengaluru, Karnataka, India
At Genpact, we don’t just adapt to change—we drive it.AI and digital innovation are redefining industries, and we’re leading the charge.
If you thrive in a fast-moving, tech-driven environment, love...Show more
Last updated: 30+ days ago • Promoted
Hiring for a Fraud Detection-Credit Cards Disputes; (International Exp)
Infosys BPM • Bengaluru, Karnataka, India
Designation : Senior Process Executive / Process Specialist.Location : Bangalore (Work from Office).Shifts : Flexible to work with any shifts (Including Night Shifts).
Notice Period : Immediate to 15 Day...Show more
Last updated: 9 days ago • Promoted
RBI Compliance – Nodal Officer
Ola • Bengaluru, Karnataka, India
We are looking for a motivated professional to join OLA as an.RBI Compliance – Nodal Officer.The role will serve as the primary point of contact with the Reserve Bank of India (RBI) and ensure that...Show more
Last updated: 10 days ago • Promoted
Credit Risk Modelers
Tata Consultancy Services • Bengaluru, Karnataka, India
Banking, Financial Services and Insurance (BFSI).Exposure to credit risk management processes within Retail and / or Wholesale banking business.
Good understanding of the model life cycle and model ri...Show more
Last updated: 2 days ago • Promoted
Associate Manager II - (Strategy and Business Operations)
Navi • Bengaluru, Karnataka, India
Navi operates across Lending, Health Insurance, Mutual Funds, Gold, and UPI.This role is within the Strategy & Business Operations (SBO) function, which supports all business lines and serves as th...Show more
Last updated: 30+ days ago • Promoted
Senior Associate- FIG
Acuity Analytics • Bengaluru, Karnataka, India
We are looking for a passionate, energetic individual to join our Lending Services division.You will be part of team working as an extension to our European and US clients ensuring we fulfil the ap...Show more
Last updated: 1 day ago • Promoted
Associate Manager - Collateral Risk
Navi • Bengaluru, Karnataka, India
The Credit Strategy team at Navi is responsible for developing and optimizing underwriting strategies across our key lending products.
The team owns and drives key underwriting metrics, asset qualit...Show more
Last updated: 30+ days ago • Promoted
Hiring For FRTB / Market Risk / Model Risk Management / Credit Risk / Counter Party Credit Risk- Pan India
Deloitte • Bengaluru, Karnataka, India
India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations ...Show more
Last updated: 30+ days ago • Promoted
Credit Manager
Oyster HR — Global Remote Team • Bangalore, IN
Job Opportunity : Credit Manager (Part-Time).Oyster HR — Global Remote Team.At Oyster HR, we partner with leading global businesses to help them hire, manage, and empower talent anywhere in the worl...Show more
Last updated: 12 days ago • Promoted
Associate Manager - (Strategy and Business Operations)
Navi • Bengaluru, Karnataka, India
Navi operates across Lending, Health Insurance, Mutual Funds, Gold, and UPI.This role is within the Strategy & Business Operations (SBO) function, which supports all business lines and serves as th...Show more
Last updated: 30+ days ago • Promoted
Associate Manager II - Credit Risk
Navi • Bengaluru, Karnataka, India
The Risk team at Navi is responsible for identifying, assessing, and mitigating potential risks across the organization.The Credit Intelligence team, part of the Risk function at Navi, focuses on s...Show more
Last updated: 30+ days ago • Promoted
Senior Manager - Bureau Reporting
slice • Bengaluru, Karnataka, India
The Bureau Reporting function plays a vital role in ensuring accurate, timely, and compliant credit data submissions to credit bureaus.
It safeguards the bank’s regulatory standing and upholds custo...Show more
Last updated: 30+ days ago • Promoted
Digital Identity Governance leader
Global capability centre • Bengaluru, Karnataka, India
Enterprise Identity Management environment where Zero Trust and Business continuity is key.Managing the end-to-end Identity governance solutions optimizing and automizing our processes.Driving the ...Show more
Last updated: 24 days ago • Promoted
Fraud Management Tech Lead
Rakuten Symphony • Bengaluru, Karnataka, India
Rakuten empowers through technology.Rakuten Group offers various services in e-commerce, fintech, digital content and communications to many users worldwide.
Rakuten Symphony focuses on innovations ...Show more
Last updated: 2 days ago • Promoted
Legal Counsel (Regulatory Compliance)
Infosys • Bengaluru, Karnataka, India
With 4 to 7 years of post-qualification experience, the candidate must have sound knowledge of having worked in and implemented compliance programs, knowledge of scoping out contractual and complia...Show more
Last updated: 30+ days ago • Promoted
Bureau Reporting Executive
slice • Bengaluru, Karnataka, India
Mo’ money, Mo’ problems” - well, not really.In fact, “Mo’ money, mo’ calculations” and “Mo’ calculations, Mo’ geniuses”.If you feel a rage coming in whenever someone uses a calculator - we’re looki...Show more
Last updated: 30+ days ago • Promoted